Ask APX to step in and help for buyers

If your buyer let you know about an issue with their purchase and you can’t resolve their problem within 3 business days, you can Ask APX to step in and help.

When something goes wrong with an order, most sellers do their best to fix things for you. Sometimes though, they aren’t able to resolve your issue or you can’t come to an agreement with them. When this happens, you can ask APX to step in and help.

How do I ask APX to step in?

Once you’ve let the seller know there’s an issue with your order, they have 3 business days to make things right. After that, you can ask us to step in.

However, if you and the seller are working on a solution, you don’t need to ask us to step in as soon as the 3 business days are up. Most sellers want to fix problems for their buyers, so if you’re still talking, feel free to give them a bit longer to figure things out. You have up to 30 days after your purchase to ask us to step in and help.

What happens after you ask APX to step in?

After we’re asked to step in, we’ll review your case and resolve it in the fairest way possible. We normally come back with an answer within 48 hours, though occasionally it might take longer if we need more information. Once we’ve made a decision, we’ll send you and the seller an email to let you know.

If we close the case in your favor, you should receive your refund within 48 hours.

If you don’t agree with our decision, you can always appeal by providing new information within 30 days of the case being closed.

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